Joseph J Dean

US Patent:

8180662, May 15, 2012

Filed:

May 22, 2008

Appl. No.:

12/125885

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

G06Q 10/00
H04M 3/00
H04M 5/00

US Classification:

705 713, 37926501, 37926502, 37926505, 379 2506, 37926508, 37926511, 37926512

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

8180666, May 15, 2012

Filed:

May 22, 2008

Appl. No.:

12/125886

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

G06Q 10/00
H04M 3/00
H04M 5/00

US Classification:

705 742, 705 738, 37926501, 37926502, 37926505, 37926508, 37926511, 37926512

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses, in part, a method for determining an incentive for a company representative. Also disclosed is a graphical interface enabling a user to control training based incentives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

8254558, Aug 28, 2012

Filed:

Oct 2, 2008

Appl. No.:

12/244664

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

H04M 3/00
H04M 3/42

US Classification:

37926506, 37921001

Abstract:

Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

8209207, Jun 26, 2012

Filed:

May 22, 2008

Appl. No.:

12/125869

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

G06Q 10/00
H04M 3/00
H04M 5/00

US Classification:

705 713, 705 722, 37926501, 37926502, 37926505, 37926506, 37926508, 37926511, 37926512

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

8209209, Jun 26, 2012

Filed:

Oct 9, 2007

Appl. No.:

11/869615

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

G06Q 10/00
H04M 3/00
H04M 5/00

US Classification:

705 714, 37926501, 37926502, 37926505, 37926506, 37926511, 37926512

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

20090089136, Apr 2, 2009

Filed:

May 22, 2008

Appl. No.:

12/125870

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

UCN, Inc. - Midvale UT

International Classification:

G06Q 10/00

US Classification:

705 9, 705 11

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for assigning work to one or more company representatives is disclosed. The method includes assigning a proficiency associated with a training session to the company representative as soon as the training session is completed by a company representative. The method further includes associating the proficiency with increased work capability as soon as the proficiency associated with the training session is assigned to the company representative. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

US Patent:

20120066016, Mar 15, 2012

Filed:

Nov 22, 2011

Appl. No.:

13/302989

Inventors:

Brian Douglas Minert - Orem UT, US
Paul Jarman - Salt Lake City UT, US
James Andrew Judkins - Centerville UT, US
Joseph Allan Dean - Crofton MD, US

Assignee:

INCONTACT, INC. - Midvale UT

International Classification:

G06Q 10/10

US Classification:

705 713

Abstract:

Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.